PositionOverview:
TheCustomerSuccessManagerownsaportfolioofSIMCO'slargeandmid-sizecustomeraccountsinoneregion,thosebilling$100Kto$500Kayear,andleadstheCustomerSuccesssupervisorsattheregion'slabs.Thejobistokeepandgrowthatbusiness:customerswhotrustourturnaroundandquality,hearfromusbeforetheyhavetoask,andrenew.CurrentregionsareEast,basednearAllentown,PAandcoveringourNortheastlabs,andCentral,basedinChicagoandcoveringChicago,MinneapolisandDayton.
First90Days:WhatSuccessLooksLike
- Hasvisitedeverylabintheregionandmeteachassignedlargeaccountinperson.
- Leadsaccountreviewswithassignedcustomers.
- Holdsregularone-on-oneswitheachsupervisor,withawrittendevelopmentgoalforeach.
- Hasa12-monthvisitplanfortheregion.
- Cansaywhereeachassignedaccountstandsonretention,customercontactandsatisfaction,andtheplanforanyaccountbelowtarget
Responsibilities:
- Account ownership:Owntheretentionandgrowthofabout15accountsintheregion:largeaccountsat$250Kto$500Kinannualrevenueandmid-sizeaccountsat$100Kto$250K.Knowwhereeachonestandsandactbeforeariskbecomesaloss.
- Customer reviews:Leadregularreviewswitheachaccountonserviceperformanceandwhatiscomingnext.Leadwiththecustomer'sresults,ownmissesplainly,andleaveeveryreviewwithactionsandowners.
- Customer visits:Visitlargeaccountsfourtimesayearandmid-sizeaccountstwice,andeachlabintheregiononceaquarter.
- Team leadership:Leadtheregion'sCustomerSuccesssupervisors,andthroughthemthecustomerserviceanddriverteamsateachlab,throughregularone-on-ones,coachingandperformancereviews.Makesuretheirteamsstayinregularcontactwithcustomers,keeporderstatusaccurateandcurrent,followuponcustomersurveys,andgetequipmentbacktocustomersontime.
- Cross-functional work:Getresultsthroughthelab,logistics,qualityandsalesteams.Escalatewithfactsandaclearask,andfollowupuntiltheissueisclosed.
- Growth:FindopportunitiestogrowexistingaccountsacrossSIMCO'sfullrangeofservicesandbringthemtotheaccount'ssalespartner.
- Reporting:KeepaccountactivitycurrentinSalesforce.Reportoncustomerhealth,forecastsandcompetitiveinformation,andturncustomerfeedbackintorecommendedcorrectiveactions.
- Continuous improvement:Championcustomers'issuesinsideSIMCOandfixtheprocessesbehindthem.
- Travel:Regulartraveltocustomersitesandlabsacrosstheregion,includingsomeovernightstays.
KeyPerformanceIndicators:
- Netrevenueretentionacrosstheregion'saccounts.
- Customerengagement:howmuchoftheregion'sbusinessisinregular,documentedcontactwithus.
- Customersatisfaction,measuredbycustomersurveys.
- Teamengagementanddevelopment.
Qualifications:
- Education:Bachelor'sdegreeinbusinessorarelatedfield.Experienceorcertificationincalibration,qualitysystemsorLeanSixSigmaisdesirableandcansubstitute.
- Experience:5ormoreyearsowningabookofB2Baccountswithmeasurableretentionorgrowthresults,and2ormoreyearsleadingpeople,ideallyfrontlinesupervisorsorteamleads.Regulatedindustriessuchasmedicaldeviceoraerospaceareaplus.
- Skills:Clearwrittenandverbalcommunicationwithcustomerquality,engineeringandprocurementleaders.ConcisePowerPointpresentationsbackedbysoundExcelanalysis.
Technical Skills:
- Customer Relationship Management (CRM):ProficiencyinSalesforceoracomparableCRM.
- Data Analysis:ExcelandPowerBItoanalyzeservicedata,forecastvolumeandmakedecisions.
- Planning:Buildandrunaregionalaccountandvisitplan.
- Product Knowledge:Understandcalibrationserviceswellenoughtoexplainthemtocustomersorshowatrackrecordoflearningatechnicalservicequickly.
WhatWeOffer
Full-time,exemptposition,signonbonuseligible
ExcellentbenefitspackageEmployerpaidmedical,dental,vision,disability,lifeinsurance,retirementplan,employeefundedpre-taxhealth,childcarespendingaccountsandtuitionreimbursement.Paidtimeoffwithvacation,sickandholidayleaveSIMCOprovidesequalemploymentopportunities(EEO)toallemployeesandapplicantsforemploymentwithoutregardtorace,color,religion,sex,nationalorigin,age,disability,orgenetics.Inadditiontofederallawrequirements,SIMCOcomplieswithapplicablestateandlocallawsgoverningnondiscriminationinemploymentineverylocationinwhichthecompanyhasfacilities.Thispolicyappliestoalltermsandconditionsofemployment,includingrecruiting,hiring,placement,promotion,termination,layoff,recall,andtransfer,leavesofabsence,compensation,andtraining.
AboutUs
SIMCO Electronics is the leading provider of calibration and software services for test and measurement instruments used in technology organizations. To learn more about SIMCO Electronics please site our home page at: https://www.simco.com/. For the second year in a row, SIMCO has been named #1 on a list of "The Best Places to Work" in the Bay Area by the SiliconValleyBusinessJournal and SanFranciscoBusinessTimes.
